Customer Service Advisor (Gr D)
Kingston
Role
Who You Are
You are an individual with excellent customer service skills, capable of proactively solving issues and handling complaints sensitively. You possess outstanding verbal and written communication abilities and are adept at working both independently and collaboratively as part of a team. With a willingness to adapt to changing demand patterns, you share ideas for service improvements and embrace new approaches. You understand the importance of confidentiality and diversity in the workplace, ensuring adherence to health and safety standards.
What the Job Involves
As a Customer Service Advisor, you will be the first point of contact for customers of the London Borough of Sutton and the Royal Borough of Kingston upon Thames. You will work as part of a multi-skilled customer service team, providing support across various channels such as online, face-to-face, and phone. Your role involves maintaining and updating CRM systems with service request information, resolving complex issues, and managing complaints, escalating them when necessary. You will collaborate with internal and external partners to ensure efficient service delivery and support councillors in managing casework enquiries.
Skills
- Excellent customer service skills
- Strong verbal and written communication
- Proactive issue resolution ability
- Independent work and adherence to processes
- Information gathering and decision-making
- IT proficiency, including CRM systems
- Flexibility and team cooperation
- Commitment to continuous improvement